Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vijayp_genesys on March 18, 2020, 02:19:44 PM

Title: Survey on Callback
Post by: vijayp_genesys on March 18, 2020, 02:19:44 PM

We are offering survey to callers after agent interaction and that is working fine. We have callback in place where EWT in more than 5mins and the call back is also working good. But now i have asked to trigger survey IVR on callback as well. For callback we are using GMS, survey IVR is mapped to a DN.

How to implement this? What are the approaches we have?

Title: Re: Survey on Callback
Post by: vijayp_genesys on March 20, 2020, 05:38:51 PM

I am working out on a approach, customizing the WDE code to transfer the call to survey DN when agent presses disconnect button. But it is not working, i am unable to debug as WDE logs are not showing anything related to transfer on disconnect event.

Anyone has idea on this? if needed, i can post the code that added.

Title: Re: Survey on Callback
Post by: cavagnaro on March 20, 2020, 06:32:46 PM

Maybe customer is also releasing the call? Quite hard to control, maybe ask the agents to transfer to the survey via a button and announce the survey before disconnecting

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Title: Re: Survey on Callback
Post by: vijayp_genesys on March 20, 2020, 08:16:27 PM

No, As a customer/caller, i was on the call and not disconnected (caller who opted for survey, prompted to remain online). Business requirement is, it has to connect to survey automatically and they do not want their agent to do manually.

Title: Re: Survey on Callback
Post by: Kubig on March 21, 2020, 08:57:15 AM

If you are using Genesys SIP as TServer, you can use built-in function which offers you to transfer the interaction to configured target when an agent releases it.

Title: Re: Survey on Callback
Post by: cavagnaro on March 21, 2020, 01:21:37 PM

The divert as far as I remember only works for inbound and had explicit restriction for Outbound calls

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Title: Re: Survey on Callback
Post by: vijayp_genesys on March 23, 2020, 03:06:27 PM

Thank you Kubig and Cavengaro.

Yes cavengaro, as you mentioned, explicit restriction for Outbound calls.

Title: Re: Survey on Callback
Post by: cavagnaro on March 23, 2020, 03:15:42 PM

Cavagnaro... Lol


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